Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 82.0% in FY2024-Q4. Latest is 78.0% - that's -4.0pp from peak.
LivePerson is below the Customer Engagement Public median by -25.0pp (cell median: 103%)
LivePerson (LPSN) is a customer engagement company at the public stage. As of its most recent disclosure (FY-2025), LivePerson reported a Net Revenue Retention rate of 78.0% - a below-average result for B2B SaaS at this segment.
LivePerson's NRR peaked at 82.0% in FY2024-Q4, 4pp above today's level.
Within its peer set (customer engagement companies at public stage in the $100k-$500k acv band), LivePerson's NRR is meaningfully below the cell median of 103%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
Logo flow per period (count-side complement to dollar-based NRR).
Revenue, ARR, and team-size denominators for the productivity ratios.
CS team segments: Strategic · Enterprise · Mid-Market · SMB
Education programs: Spark Customer Conference
Named CS initiatives across recent disclosures (newest first).
New tiered pricing and packaging strategy to simplify business and shorten sales cycles.
"We're beginning to see momentum in our Bronze, Silver, and Gold pricing and packaging strategy."
Integration of third-party voice providers like Avaya into the Agent Workspace.
"We launched a Unified Omnichannel Workspace that integrates third-party voice providers like Avaya..."
Challenges acknowledged by management. Useful peer signals — your team is probably not alone.
Heightened risk with customers making renewal decisions before the new CS motion is installed.
"we do see heightened risk for the remainder of the current renewal cycle with customers who are likely making their renewal decisions before we install our new customer success motion."
Curated quotes about customer outcomes, retention, renewals.
"Our expectations for retention rates continue to steadily improve as we look forward to future renewal cycles."
"We now have line of sight to renewal rates that should approach industry norms in the second half of 2025."
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY-2025 | 78.0% | - | 10-K | source ↗ |
| FY2025-Q2 | 78.0% | - | earnings-call-transcript | source ↗ |
| FY2025-Q1 | 80.0% | - | earnings-call-transcript | source ↗ |
| FY-2024 | 82.0% | - | 10-K | source ↗ |
| FY2024-Q4 | 82.0% | - | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 78.0% | - | earnings-call-transcript | source ↗ |
| FY2024-Q3 | 80.4% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 80.0% | - | earnings-call-transcript | source ↗ |
| FY2024-Q2 | 78.2% | - | earnings-call-transcript | source ↗ |
| FY2024-Q1 | 80.0% | - | earnings-call-transcript | source ↗ |
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